Cancellation by customer

Cancellation requests from customers

Customer cancellations don’t affect the rating and can’t result in blocking.

Cancellation mechanism

Сustomers can cancel an order. You can view canceled orders in the Logistics → Orders from my warehouses → Canceled section. Details on canceled shipments are given in the “Cancellation reason” column.

Сancellation types:

• Before shipping: you don’t need to hand the products over to your shipping provider. We automatically return them to stock.
• Automatic: the order is delivered to the pick-up point and the customer doesn’t pick it up. Automatic cancellation doesn’t affect the quality metrics.

To return the product to your warehouse, contact the delivery service.

Non-purchase

We consider non-purchase if a customer opened the package, checked the products at the pick-up point, but refused the entire order or its part. In your account, you can view information about non-purchase in the Returns section. The “Return reason” column indicates “The customer rejected upon hand-delivery”.

The types of non-purchase:

• Complete non-purchase: a customer refused the entire order. We cancel the entire order, you don’t pay for the delivery.

• Partial non-purchase: a customer refused some products at the pick-up point. We charge the sales fee for the handed product, you pay for the delivery of the entire order.

Cancellation processing methods